How to cancel Astound Internet
To cancel Astound Internet, call their customer service line at 1-855-707-7328, have your account number ready, and tell them you want to disconnect service. Astound will ask why you are leaving and may offer you a retention discount — you can accept or decline. They will schedule a final service date, usually within 7 to 14 days, and send you a confirmation. You must return any equipment (modem, router, or set-top box) by the date they give you, or you will be charged a non-return fee, typically $100 to $200 depending on what you rented.
The cancellation itself takes about 10 minutes on the phone. The part that takes longer is returning equipment — Astound will either mail you a prepaid shipping label or direct you to a local drop-off location. If you miss the return important date, check your final bill carefully, because the fee will appear there and you can dispute it if the company did not give you enough time or a working return method.
Key Takeaways
- Call 1-855-707-7328 with your account number to start cancellation; the process takes about 10 minutes.
- Astound will offer a retention discount before disconnecting — you can take it or refuse and proceed with cancellation.
- You must return all rented equipment (modem, router, set-top box) by the important date or face a non-return fee of $100 to $200.
- Request a prepaid shipping label or ask for the nearest drop-off location so you do not pay out of pocket to return equipment.
- Check your final bill for unexpected charges and dispute any non-return fees if Astound did not provide a working return method.
What happens when you call to cancel
When you call 1-855-707-7328, have your account number ready — you can find it on your bill or in the Astound app. A representative will confirm your identity and ask for the reason you are leaving. This is not a trick question; they use your answer to decide what retention offer to make. If you say you are switching to a competitor, they may offer a lower rate for 6 or 12 months. If you say you are moving, they will usually just process the cancellation.
You can accept a retention offer and stay, or you can say no and continue with cancellation. If you say no, they will ask for a final service date. Astound typically offers dates 7 to 14 days out. Pick a date that gives you time to arrange equipment return — do not pick the same day service ends, because you may not have time to drop off or ship the equipment.
The representative will give you a confirmation number and send a confirmation email. Save both. The email will include your final service date, the equipment return important date, and instructions for returning gear. If the email does not arrive within a few hours, log into your Astound account online and check for the cancellation confirmation there.
Returning rented equipment on time
Astound charges a non-return fee if you do not send back a modem, router, or set-top box by the important date. The fee is usually $100 to $200 per item, depending on what you rented. The important date is typically 10 to 14 days after your service ends. If you miss it, the fee will show up on your final bill.
When you receive your return instructions, you will have two options: a prepaid shipping label or a local drop-off location. If you choose shipping, print the label, pack the equipment in a box, and drop it at a UPS, FedEx, or post office location. Take a photo of the package before you drop it off — this proves you returned it if there is a dispute later. If you choose drop-off, find the nearest location in the confirmation email and bring the equipment there during business hours.
Do not throw away the equipment or donate it. Astound tracks returns by serial number, and if the company does not receive your gear, you will be charged. If Astound did not provide a working return method — for example, the shipping label never arrived or the drop-off location was closed — you can dispute the non-return fee on your final bill.
Understanding your final bill
Your final bill will arrive 1 to 3 weeks after service ends. It will show charges through your final service date, any prorated amounts if you cancelled mid-billing cycle, and taxes. It will also show any credits — for example, if you paid for a month and cancelled partway through, Astound should credit you for the unused days. Check that the math is correct.
The final bill is also where non-return fees appear if you did not send back equipment. If you see a non-return fee and you know you returned the equipment, contact Astound customer service with your shipping tracking number or drop-off receipt. If you did not receive a return method or the important date was unreasonably short, explain that in your dispute. Astound will investigate and remove the fee if you can show you made a good-faith effort to return the gear.
If you had autopay set up, Astound will charge your final bill automatically. If you do not want to pay a disputed charge, you can contact your bank or credit card company to dispute it, but it is faster to call Astound first and ask them to remove it.
What to do if Astound offers you a discount to stay
When you call to cancel, Astound may offer you a lower rate for 6, 12, or 24 months. This is a retention offer, and whether you take it depends on your situation. If you are leaving because of price and the new rate is genuinely lower than what you are paying now, it might be worth staying. Ask the representative to send you the offer in writing before you decide — do not rely on a verbal promise.
If you take a retention offer, the discount usually starts on your next billing cycle. Your bill will drop, but the discount will end after the agreed-upon period. When it does, your rate will go back to the regular price unless you negotiate again. If you are leaving because of service quality or because you found a better provider, a discount will not fix those problems — decline the offer and proceed with cancellation.
Cancelling without calling
Astound does not offer online cancellation through their website or app. You must call 1-855-707-7328 to cancel. Some internet providers allow you to cancel online, but Astound requires a phone call so they can make a retention offer. If you cannot reach them during business hours, try calling early morning or late evening — wait times are usually shorter then.
If you have a disability or hearing loss and need an alternative way to contact Astound, ask the representative about relay services or video relay services when you call. Astound is required to provide these at no cost.
What happens to your internet after cancellation
On your final service date, Astound will shut off your internet remotely. Your modem will stop working, and you will lose internet access. If you have another provider set up to start on the same day, make sure their technician can arrive on or before that date — otherwise you will have a gap with no internet. Most providers can schedule installation within a few days, so plan ahead.
If you are keeping a phone or TV service with Astound and cancelling only internet, the company will separate those services. Your phone or TV will continue, but your internet will stop. Make sure you understand what you are keeping and what you are losing before you confirm the cancellation.
Frequently Asked Questions
Will I be charged an early termination fee?
Astound's early termination fee depends on your contract. If you signed a 1-year or 2-year contract and cancel before it ends, you may owe a fee — typically $100 to $200. If you are month-to-month, there is no early termination fee. Check your original contract or call 1-855-707-7328 and ask what your contract terms are before you cancel.
What if I move and want to take Astound with me?
Astound is not available in all areas. When you call to cancel, tell the representative you are moving and ask if service is available at your new address. If it is, they can transfer your account instead of cancelling it. If it is not, they will process a cancellation and you will not owe an early termination fee because the move is outside your control.
Can I cancel over email or through a chat?
Astound requires cancellation by phone at 1-855-707-7328. They do not process cancellations through email, chat, or social media. You must speak to a representative to confirm your identity and schedule a final service date.
How long does it take for my refund if I overpaid?
If your final bill shows a credit — for example, you paid for a full month but cancelled partway through — Astound will refund it. Refunds typically take 5 to 10 business days to appear in your bank account or on your credit card, depending on your bank.
What if I return equipment late but before I get the bill?
If you return equipment after the important date but before your final bill is generated, contact Astound customer service with your tracking number or drop-off receipt. They may remove the non-return fee if you can show the equipment was in transit or if the return window was unclear. It is worth calling — the fee is substantial and Astound will sometimes waive it for a first-time late return.